April Brandt
1209 Resaca Place Apt 8 Pittsburgh,PA
Summary
Dynamic Business Operations Analyst with a proven track record at Fiserv, excelling in workflow management and client communication. Spearheaded the development of automated processes, enhancing dispute resolution efficiency. Adept at stakeholder engagement and team leadership, I thrive in fast-paced environments, driving compliance and delivering exceptional client experiences.
Overview
16
16
years of professional experience
Work History
Business Operations Analyst
Fiserv
Pittsburgh, PA
10.2020 - Current
- Developed Visio workflows and feature requirements that define network rules and processes within a brand-new dispute processing application and implementations of automated processes, including, but not limited to, PC issuance, distribution of financials and written communication, chargeback automation, secondary file cycle support, and finalization of disputes
- Served as the subject matter expert for Visa, Plus, Interlink, Pulse, Star, and NYCE, ensuring all network mandate changes were documented and distributed to all affected stakeholders
- Supported all client migrations, creating enhancements along the way to continue delivering an exceptional client experience
- Monitored all compliance/control/audit-related activities for the team and myself
- Handled tracking and reporting of issues and client requests (internal and external) with defined target dates, along with future development to create process improvements
- Engaged and followed through to resolution on all client interactions, meeting deliverables, action items and escalations
- Partnered with product, technology and other develpoment teams to ensure a projects and major implementations were in line with the business goals of issuer dispute operations
Signature Dispute Analyst
US Bank
Pittsburgh, PA
09.2014 - 10.2020
- Analyzed and processed all aspects of signature-based dispute resolution as outlined by the rules and regulations issued by the Visa and MasterCard networks
- Developed multiple new processes across the business line required to adjust to the new workflows and regulations incurred after the 2018 Visa Mandate, Visa Claims Resolution
- Oversaw a team of five analysts who processed the secondary stages of the Visa dispute lifecycle, delegating daily tasks, ensuring the team stayed current within designed SLAs, while staying up to date on all regulatory changes
- Managed a dispute related client communication via phone calls, emails and shared inboxes demonstrating superior customer service
- Trained over 20 new hires and developed departmental training modules to be used for current and future employees
Registrar Analyst
Education Management Services
Pittsburgh, PA
05.2010 - 09.2014
- Reported daily on student activity while conducting analysis on individuals to determine attendance suspensions
- Performed weekly quality assurance evaluations for two teams of employees determining an error to process ratio
- Computed hourly, daily, and weekly metrics and utilization percentages for each team member
- Processed all enrollment status change documents including class drops, withdrawals or leave of absences
- Reviewed student appeals for attendance suspensions, grades and dismissals to determine eligibility to return to school
- Created class invoices including cost, payment and balances for student tuition reimbursement purposes
- Contributed to or advised on most ad hoc reporting for the academic, finance, counseling and admissions departments
Student Financial Services Intern
Education Management Services
Pittsburgh, PA
05.2009 - 05.2010
- Analyzed all required financial documents and determined financial aid eligibility for more than 5000 students
- Calculated adjusted loan and grant amounts and refunded the awards in an appropriate and timely manner
- Certified over 2000 federal and private loans specific to the needs of the individual students
- Insured compliance with federal, state and internal policies with regards to awarding aid
- Assisted with inputting information to the EDMC central database system and collection of daily reports
Education
Bachelor of Science - Finance And Economics
University of Pittsburgh
Pittsburgh, PA04-2010
Skills
- Workflow management
- Data analysis
- Regulatory compliance
- Project management
- Client communication
- Issue tracking
- Training development
- Quality assurance
- Stakeholder engagement
- Customer service
- Team leadership
- Problem solving
- Attention to detail
- Adaptability
- Team collaboration
- Multitasking
- Microsoft Office proficiency
- Organizational skills
- Decision making
- Critical thinking
Affiliations
- Greater Pittsburgh Community Food Bank
- Animal Rescue League
- Education Partnership
Timeline
Business Operations Analyst
Fiserv
10.2020 - Current
Signature Dispute Analyst
US Bank
09.2014 - 10.2020
Registrar Analyst
Education Management Services
05.2010 - 09.2014
Student Financial Services Intern
Education Management Services
05.2009 - 05.2010
Bachelor of Science - Finance And Economics
University of Pittsburgh
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